Booking.com — the fact booking.com do nothing to safeguard their customer’s experience
Booked a room in Valletta, Malta. Recent reviews (posted since I booked) indicate the room was not as described. It was supposed to be a "luxury" room, but was actually a dive which stank of excrement. Neither the owner or Booking.com are accepting no responsibility for the massive discrepancy between the state of the room and the description/photos. Booking.com have offered almost no compensation (50 USD) and made no attempt to help relocate us. We have had to book somewhere else purse at an additional cost as the smell of excrement was too strong to be able to tolerate.
We are seeking legal advice. If you have had a similar experience, we suggest you do the same - complaining here only achieves so much. If you don't, booking.com will continue to take (and keep) your money and make no effort to look after you.